Shopping

When will my order ship?

• Usually, all orders will ship within 48 hours of our receipt, if you ordered on a Friday the order will ship on Monday.

How long does it take a package to arrive? 

• Your order will arrive within 3-7 business days depending on your location. Please understand that once UPS/USPS has your package, we have no control over the delivery date and there may be delays due to various reasons. Typically the package will arrive on the date indicated by your tracking number.

How do I track my order?

• Once your order has shipped you will receive a confirmation email containing all the shipping information. This page provides you with a tracking number and a link to the shipping carrier's tracking page.

What should I do if I entered the wrong address?

• If your item has not shipped you can email us at support@pilotdiarystore.com to the updated address. If your package has already shipped we can't update the address. If the package is sent back to us we'll resend it to the correct address.

What happens if my package is returned to sender?

• In the event your package is returned to the sender due to an invalid address, you can choose to have it reshipped to an alternate or corrected address. Please email us at support@pilotdiarystore.com to reship the package. If your package is returned to sender again. You will be charged for the cost of the postage. 

What should I do if the status of my order is not updated?

• Sorry about that, UPS/USPS is experiencing delays. They have been taking days to update the information. Please understand that we can't control that when the package in transit. Kindly call USPS at 1 (800) 275-8777 / UPS 1 (800) 742-5877 to verify what's going on, or you can email us at support@pilotdiarystore.com, we will contact USPS/UPS to verify what's going on.

It says it was delivered but I never received it! What do I do?

• First, check the tracking and see the status. If it’s still in transit, just wait until they deliver it. If it says “Delivered” and it hasn’t arrived, please contact your post office with the tracking number. Sometimes they updated the tracking info before the item is delivered.

What happens if my item breaks during shipping?

• In the unlikely event you receive a broken, incorrect, or mislabeled product, please email us at support@pilotdiarystore.com within 48 hours of delivery to file a claim. DO NOT throw away the box or packing materials. We will need CLEAR photos of the broken items and the box in order to file a claim with the shipping provider (USPS, UPS).
• Depending on how bad the damage is we will either send you a prepaid return label to send it back to us or we might just tell you to dispose of it.
• Either way, we'll ship the new replacement to you ASAP.

Do you offer expedited shipping service?

• Yes! We have signed a cooperation agreement with UPS and UPS offers a full range of express shipping services including same day, overnight, and next day shipping. You can email us at support@pilotdiarystore.com to tell us which express shipping services do you want and tell us your shipping address. You need to pay extra shipping fee according to different services.

Do you ship internationally?

• At this time, we have only a few products in stock in Canada. Please tell us which product do you want. There may be additional customs fees that you'll have to pay based on the receiving countries guidelines. Please check back regularly to see if we have expanded our shipping to other countries.

Returns / Exchanges

What is your return policy?

• If for any reason you are dissatisfied with your order, please let us know. We'll gladly accept returns of new, unused, and undamaged merchandise within the receipt of 30 days.

Received the wrong items. What do I do?

• In the unlikely event you receive an incorrect, or mislabeled product, please email us at support@pilotdiarystore.com within 48 hours of delivery to file a claim. DO NOT throw away the box or packing materials. We will need CLEAR photos of the items label and the box in order to to documenting this. Please don't use the items or we won't be able to issue an exchange.
• Once you contacts us, we will send you a prepaid return label to send it back to us and we will sent out the items for you after we receive the returned items.

I ordered the wrong items. what do I do?

• If your item has not shipped you can email us at support@pilotdiarystore.com to exchange or cancel order. If your package has already shipped we can't cancel it. You can email us to send that product back and then we will send out the item you want to exchange.

How do I return my order?

• We'll gladly accept returns of new, unused, and undamaged merchandise within the receipt of 30 days. Please email us at support@pilotdiarystore.com. We will give you the instructions on how to send the product back. As of return, kindly keep the item in an original packing box the same way they arrived. Please send us to return tracking info( carrier and tracking number)to process the refund.

How long before the refunded money is back in my account?

• It may take an additional 3-5 business days to fully process your return and issue your refund upon delivery. You'll get a notification once the refund is issued.